A "Branch Support Specialist is responsible for providing technical support for hardware and software issues and requests to End Users at branch locations. The Branch Support Specialist possesses a diverse skill set that includes providing frontline hardware and software technical support, local project coordination and delivery, escalation support for major Incidents, and collaborating cross-functionally with Network Services and Escalation teams to resolve complex issues locally. Branch Support Specialists can be on-site dedicated to a branch location or dispatched to a branch location based on expertise and proximity to the site needing support.
Required Qualifications:
On-site Branch Support Specialists in Metro Campuses will be required to support all
buildings within a Metro Campus.
Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
Due to role being client facing, role requires professional behavior, good English communication, interpersonal and customer care skills.
Ability to work under pressure and on tight time scales.
Experience using helpdesk ticketing application.
Technical grasp of a wide range of applications including in-house and 3rd party applications.
Preferred financial/banking support experience.
Technical escalation for Level 1&2.
Manage root cause analysis, ownership and escalation of complex problems and issues and escalations.